AI Solution Optimizes 80% of Customer Experience
▼ Summary
– The solution uses a human-AI-human approach to review written communications for brand alignment and effectiveness, ensuring frictionless customer experiences.
– It is based on 20 years of IP from service writing specialists and converts customer correspondence auditing into an AI-powered optimization tool.
– Clear and helpful service writing can improve first contact resolution by 20%, reduce escalations by 30%, and increase customer satisfaction by 15%.
– CommScore.AI offers cost and speed benefits, making enterprise-level improvements accessible to medium and large organizations.
– The tool ensures data security by not retaining customer data and helps maintain brand tonal guidelines in communications.
In the competitive world of customer service, written communications like emails, letters, texts, and forms make up roughly 80% of the entire customer experience. A new AI-powered solution is now helping businesses optimize these interactions by combining specialized human expertise with advanced technology. This system examines customer correspondence through both a brand consistency lens and an effectiveness filter, ensuring messages deliver smooth, frictionless experiences and drive ideal outcomes.
Todd Gorsuch, CEO of Customer Science, explains the origins of this innovation. He notes that while the technology itself is new, the intellectual property behind it was developed over two decades by service writing specialists from Friendly Persuasion, which became part of the group last July. Their established customer correspondence auditing service has been transformed into an AI-driven tool that provides specific recommendations for improving each message. These suggestions are aligned with both brand standards and industry benchmarks. The result is that companies spend far less time manually reviewing communications, freeing them up to focus on creating high-quality content and accelerating their overall time to value.
Peter Vierod, Creative Partner at the CX Communications division of Customer Science, emphasizes the significant opportunity that exists within customer messaging. He points out that even minor enhancements in clarity and tone can produce major gains. For instance, service writing that is both clear and helpful has been shown to boost first contact resolution rates by as much as 20 percent. It also cuts down on escalations and prevents unnecessary customer service inquiries and mistakes by up to 30 percent, while simultaneously increasing customer satisfaction scores by 15 percent.
A key advantage of the platform, known as CommScore.AI, is its accessibility. The combination of affordability and speed now allows medium and large enterprise clients to achieve benefits that were once limited to only the largest organizations. Vierod adds that the system’s real strength lies in its ability to eliminate common customer experience friction points while ensuring all communications reflect the brand’s unique voice and values. He states that CommScore.AI is designed for brands eager to leverage artificial intelligence without having their messages sound robotic or artificially generated.
Data security represents another significant benefit. Unmonitored use of AI in business environments is a top concern for many companies. Customer Science assures that CommScore.AI does not store or retain any customer data or communication content, providing a secure and confidential environment for users. Furthermore, because the tool evaluates messages within a specific brand context, it helps prevent in-house writers from accidentally deviating from established tonal guidelines, maintaining consistency and professionalism across all customer touchpoints.
(Source: ITWire Australia)